Person A
Product Lead
Tracking trust
Scenario
Even though engagement is climbing, the Product Lead notices that qualitative signals — Discord threads, support tickets, sales call notes — suggest users are trusting the product less. They think the company is flying blind on trust and want to add two new metrics to the company dashboard to make it visible.
They're going to pitch to the VP of Data, who owns what gets measured and is famously selective about adding anything to the dashboard.
You want
To add two new metrics to the company dashboard — "user-reported confidence in AI output" (a post-task survey) and "rate of output regeneration".
You know
- You analysed people’s given reasons for unsubscribing, the most common answer was "rubbish AI"
- You ran a 200-person survey: 41% said they "verify the AI's answer elsewhere most of the time." That number was 28% a year ago.
Considerations
- Be concrete about implementation: how the trust proxy is calculated, who owns it.
- Leading-indicator framing: by the time churn moves, it's too late.
- Suggest piloting on one product surface before going company-wide.